Windows Hello not functional after Fall Creators Update

Created October 25, 2017 07:35

Updated August 02, 2018 08:33

There is currently a known issue where it doesn't work to set up Windows Hello after updating to Fall Creators Update. If you already had facial recognition set up for Windows Hello it might work if you just updated, but if you did a fresh installation with Fall Creators Update or didn't have it set up at all yet, then it will unfortunately not work to set it up.

This is the common error that shows up in Event Viewer:

DescriptionPackage Microsoft.BioEnrollment_10.0.16299.15_neutral__cw5n1h2txyewy+App was terminated because it took too long to suspend.

We're currently investigating the issue, but unfortunately, there's no workaround for now.Meanwhile, please bear with us!

Since this issue doesn't affect everyone there might be other reasons why Windows Hello might not be working for you though so please check out this help article as well to make sure.

Please note that an update from us will not affect Alienware users with the Tobii Aware/IR presence configuration since it's not using our driver and instead uses the Realtek IR driver.

Updates1/24/2018 - We're aiming to release an update that should fix Windows Hello for those affected by this issue since the Windows Fall Creators Update. More information to come.

1/29/2018 - We have unfortunately not been able to fix the issue for the Tobii EyeX, Steelseries Sentry and MSI GT72 which uses the older eye tracking platform IS3. If this affects you, please contact us for more information.

3/14/2018 - We have now finalized an update that will fix the known Windows Hello issue for Tobii Eye Tracker 4C users. The Windows Hello issue became apparent after changes were made in Microsoft's Fall Creators Update. While addressing the issue Tobii has done significant changes to its Hello implementation that improve stability and performance, especially startup time to create a better Hello experience.

What we've been able to do for the Tobii Eye Tracker 4C is that we have updated and adapted its PID from 0118 to 0127, so our EyeChip driver has been updated and we also bumped our Windows Hello driver (TOBII Camera).

Please note that this fix only applies to the Tobii Eye Tracker 4C. Due to regulations, we are unable to provide a fix for other devices at this moment. However, we hope to have an update on this shortly, so please stay tuned.

3/28/2018 - The Windows Hello fix has now been tested and approved for release for the Alienware 17 R4 with integrated Tobii Eye Tracking. The changes are the same as for the Eye Tracker 4C. The PID was updated to 0128 for the driver and you will also get the new Windows Hello driver called TOBII Camera under Camera or Imaging devices in Device Manager.

Please note that this fix has been released in version 2.13.1 for the Alienware 17 R4 with Tobii Eye Tracking only and it does not apply to Alienware devices with the Tobii Aware/IR presence configuration since that camera is using a Realtek IR driver rather than our drivers. The latest driver for Realtek IR driver can be found here.

Eye Tracker 4C users, please be aware that updating to 2.13.1 will make Windows Hello temporarily unusable until you have disconnected and re-connected your eye tracker.

4/30/2018 - For everyone who has an Alienware 13, 15 or 17 R4 with Tobii Aware/IR presence, please download the latest Realtek IR driver here. This driver was updated by Realtek to work with Windows Hello after the Fall Creators update.

5/28/2018 - With Windows 10 April update (1803) out we've heard quite a few users with Windows Hello working again. If you're still having problems after the update please send us a message.

Possible workaroundsThere are three workarounds that have worked for some people to get Windows Hello back up and running until the issue is fixed.

Downgrade to the previous Windows version to uninstall the Fall Creators Update, set up Windows Hello and then upgrade to Fall Creators Update again.

Go into Control Panel - Accounts - Sign in options and then uncheck the last option "Use my sign in to automatically finish setting up my device after an update or restart".

Comments

Phew! I thought I had completely fudged my Alienware 17r4 as FCU seems not only to have broken Windows Hello after a 'Start from Fresh' it also removes the Power Plans - which is now located in the Battery icon in the system tray! and I thought they had disappeared because of me!

Just wanted to say that this issue is still under investigation. We will update the article as soon as we know anything more! The issue is not 100% reproducible so Windows Hello does work for some, but if you're having issues it's definitely worth trying out the workarounds listed in the article above for now if you haven't already.

But unfortunately, there are no other workarounds proven to work for now. Hoping for some news soon!

Is this still not fixed from November? Having just got my brand new computer and having the third item it asks me to setup as part of the welcome intro not work leaves a very bad taste in the mouth. A very disappointing introduction to Tobii.

Any additional updates Tobii folks? I did a clean install of Windows and haven't been able to get Hello working again since. Bummer. Would really like to be able to subscribe to updates to this page. Since the update check built into the app doesn't seem to be working, I've just been coming back here to check for news every so often for a few months now...

I check every day here, since my Alienware 17 R4 with Tobii sensor stop working... I even reinstall yesterday all operating system... from 0% (ISO image of Windows 10 OS 16299.15) and from v2.6 to v2.11 (Tobii-Eye-Tracking-Core-Software) aaaand... still NOT working. Literally, sometimes my eyes are wet because can't play so wonderful games that every day come out with this device and it's really frustrating because also are on front of my laptop blinking red lights and even I'm afraid because maybe this behavior, can damage the device. I can get that work if put OFF and ON quickly sometimes... but is only by 5 or 10 seconds... and then stop work. This situation comes when I update the Operating System and Core Software... so maybe the trouble be in firmware... I do not know... just please, please, please fix this... I really beg you for thas ;'(

Coming to this page every days seeing that there might be any update about this issue but really disappointed that you guys don't give a s about that. Last update was saying that you gonna fix it by Mid February but still no update 👎👎👎

Over 3 months now we've been without the Windows Hello feature. Your product advertises it works for Windows Hello!?! When will this 'fix' arrive? This was one of the main reasons I purchased your Eye Tracker C4 and it doesn't work any more!!!!! What about a refund so we can purchase a camera that does work?

I sent this as an email reply to a support rep, but adding it here to hopefully get this issue more visibility from Tobii Management:

The Windows 10 Fall Creators Update has been in public release for 5 months, and has been in testing/RC stages for longer than that. I find it staggering that a core functionality of your product has been crippled for this long without a patch being released to fix it. The perception that this creates (both to me personally and to others that have bought recent Alienware laptops) is that Tobii is not taking the issue seriously. Especially since the last update in the article referenced was about 50 days ago saying that an update was coming out, however to my knowledge nothing has been released.

One of the main things I was excited about with the Tobii integration was the security of using an infrared backed facial recognition system for unlocking my laptop. I do like the other OS tie-ins like being able to have the pointer jump to my gaze and scroll the window I'm looking at, however these are fun gimmicks and not necessarily a full enhancement like Hello integration would be. At this point I find myself disabling Tobii more often than I use it, since it can't do the main thing I want it to do. I also find myself not recommending the upgrade that includes Tobii to other people, as the tie-ins do not justify the additional cost, whereas the security enhancement would.

Please escalate this feedback to your management. I sincerely hope that they will begin to take the issue more seriously and perhaps dedicate the internal resources this problem deserves.

I bought my 4C some 2 months ago not only because of the eyetracking in games, but also because you market it to be compatible with Windows Hello quite openly. A fact that - believe it or not - was crucial to my decision.Nowhere where you mention this feature is stated that this is not true for almost 5 months now!

At this point this almost seems like false advertising and I indeed feel kind of betrayed.Is this the way you want your customers to feel about your company?